ICT Technician

The ICT Technician is responsible for performing a variety of moderately complex information technology support duties to ensure smooth delivery of technology services by the ICT Department.

Principal Duties and Responsibilities:

• Updates and enters information on the ICT ServiceDesk for all ICT SLAs, contracts, and license renewals.
• Assists with setting up hardware and software applications, as required, for all company owned or licensed cell phones, laptops, printers, smart devices, team collaboration applications, etc.
• Consistently monitors and manages tickets on the ICT ServiceDesk software to ensure appropriate prioritization of requests; timely assignment, updates and closure; and quality service to the company's internal customers.
• Provide orientation and guidance to both new and existing users on how to operate software, computer equipment and Microsoft Productivity Software, as well as systems upgrades and changes, to achieve desired results.
• Monitors usage and inventory of computer and/or network equipment, placing orders in a timely manner to minimize shortages and any potential impact on business operations.
• Maintain records/logs of repairs and fixes and ensure maintenance schedule is adhered to and documented
• Supports the development and maintenance of a team environment by proactively performing other related duties and collaborating with others, as needed.
• Maintains organisational efficiency by providing prompt and effective support for end user requests, issues and problems.  This includes the effective management of end users expectations.
• Liaises with external customers/contractors/suppliers as and when necessary.
• Reports on daily, weekly and monthly operational activities as well as, tasks and objectives assigned in accordance with defined reporting schedule as outlined by the Network and Security Systems Manager.
• Performs network administration and troubleshooting on issues that can impact availability of service and escalating where necessary to the Network and Security Systems Manager.
• Applies approved and tested updates, patches and releases to all workstations within the organisation and makes recommendations for upgrades where necessary.
• Maintains hard copies and electronic filing systems to facilitate easy retrieval and proper record keeping as per company’s standards.
• Compliance with all company policies, including its Reduced Anti-Money Laundering and Combatting of Terrorist Financing (AML/CTF) Obligations Policy.
• Promotes safety awareness and the development of a Safety Culture within the company.